62 episodes

CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries.
Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives.

CX Decoded By CMSWire Rich Hein

    • Business
    • 4.6 • 11 Ratings

CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries.
Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives.

    Intersection of CX and Service Design: Karan Thaker, Northwestern Mutual

    Intersection of CX and Service Design: Karan Thaker, Northwestern Mutual

    This episode is brought to you by Wix Studio.
    This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences.
    The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to improve financial wellness through better customer journeys in insurance and investment products.

    • 37 min
    CX and EX Synergy: Sam Stern, LinkedIn

    CX and EX Synergy: Sam Stern, LinkedIn

    This episode is brought to you by Wix Studio.
    We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

    • 33 min
    Path to Customer Centricity: Sri Narasimhan, CVS

    Path to Customer Centricity: Sri Narasimhan, CVS

    This episode is brought to you by Wix Studio.
    Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.

    • 31 min
    Digital CX Evolution: Jessica Austin Barker, TIAA

    Digital CX Evolution: Jessica Austin Barker, TIAA

    In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.

    • 32 min
    CX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones Links

    CX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones Links

    This episode is brought to you by Wix Studio.
    The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction. 
    Embodying this principle is Gautam Patankar, chief experience officer at Bobby Jones Links. With a rich background that blends a love for golf with a keen insight into hospitality management, Gautam stands as a testament to the power of aligning CX and EX.

    • 35 min
    Strategic Alignment for CX and EX: April Ho-Nishimura, onsemi

    Strategic Alignment for CX and EX: April Ho-Nishimura, onsemi

    This episode is brought to you by Wix Studio.
    The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.

    • 28 min

Customer Reviews

4.6 out of 5
11 Ratings

11 Ratings

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